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Avaya Enhances Customer Experience for the Mobile-First Generation

Latest version of Avaya Aura® Experience Portal, together with integration into Avaya Breeze,™ communication-enabled mobile and web apps for a rich, seamless, digital omni-channel experience

Guildford, United Kingdom 2016: Avaya is helping organisations deliver differentiated customer experiences to today’s always-on, always-connected mobile users, with the latest version of its customer engagement solution, Avaya Aura Experience Portal (7.1). The latest innovation redefines the mobile customer experience by connecting seamlessly between visual self service mobile applications and on-demand assistance to a contact center agent or expert – together with complete context of the customer journey.

With 89% of companies now competing primarily on customer experience, according to Gartner Inc., organisations need to deliver market-differentiating, digital, omni-channel customer journeys. According to research commissioned by BT and Avaya, 82% of consumers believe it should be easy to contact organisations by all channels. With 71% European of consumers commenting on social media about customer service using a smartphone, there is a growing importance for companies to ensure they have the technology and capabilities to streamline processes. The research also shows that mobile apps play a significant role in consumers connecting to businesses, with 66% downloading mobile apps for customer service purposes and four in five people requesting mobile apps with web chat or messaging capabilities to discuss queries.

Avaya Experience Portal 7.1 makes it easier for organisations to meet these changing consumer requirements. It enables organisations to deliver visual self-service IVR functionality on mobile devices, improving speed of service and reducing traffic into the contact center. With Avaya Breeze, organisations can communication-enable mobile and web apps, capturing contextual information and mapping the customer journey more effectively, leading to enhanced customer satisfaction. Information can be passed via voice, SMS and e-mail channels, with contact center agents able to handle more customer transactions.

Avaya Breeze is a technology platform that makes it easier for organisations to develop the mobile, customer-facing and cloud-migration applications they need to achieve their digital transformation objectives. With Avaya Breeze, organisations can deliver enhanced business value and execute on their digital strategies by integrating communications and collaboration into workflows, business processes and existing applications.

Quotes:

Steve Joyner, Head of Sales Engineering Europe, Avaya:

“Today’s digitally-savvy consumers want the freedom to interact with organisations from the device of their choice. The ability to serve themselves from any mobile device and channel of communication is a core element of any omni-channel customer service strategy, and mobile apps have proved a boon to self-service and brands. To be successful, mobile self-service needs to take into account that the consumer may need additional assistance and provide continuity and context between the mobile user experience and the heart of the contact center. Avaya’s customer engagement applications provide that link.”

Nancy Jamison, principal analyst, Customer Contact at Frost & Sullivan:

“Omni-channel engagement, particularly from mobile devices, is all about convenience and reducing customer effort. Combining Avaya Breeze capabilities with Avaya Experience Portal can provide great benefits in easing development of effortless mobile self-service.”

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze^TM enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com/uk/.

Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.

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About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.